Customer Service Advisor

Aviva; Motherwell; On-site; GBP 27,000 - 30,000; Full time

Benefits offered by this job

Hybrid work model

25 days holiday

Pension up to 14%

Private Medical Benefit

Discounts on Aviva products

Job summary

Aviva is hiring a Customer Service Advisor to support home insurance claims. You will be the first point of contact, providing clear, empathetic guidance and helping customers through the claims journey with confidence.

The role is a permanent 35-hour week with a hybrid work model, and most colleagues spend at least 50% of time in the office. You will work within Aviva's Home Claims teams, offering reassurance and expert support.

Qualifications

• Customer Service or Claims handling experience is desired.
• Strong communication and empathy when supporting customers.
• Ability to work in a fast-paced, target-driven role.

Responsibilities

• Acting as the first point of contact for customers calling about their home insurance claims.
• Providing clear, empathetic guidance and professional support throughout the claims journey.
• Managing customer expectations and guiding them through next steps.
• Working towards individual and team performance targets while maintaining excellent outcomes.
• Using technology and multiple systems to manage claims accurately and efficiently.

Skills

Customer service

Communication

Resilient

Team player

Calm under pressure

Tools

Outlook

Word

Microsoft Office

Job description

Customer Service Advisor

Salary - £26,700 - £29,650

Permanent 35 hour Contract

This is a great opportunity for someone who is passionate about delivering outstanding customer care and supporting customers through what can often be a stressful claims journey. You’ll provide reassurance, guidance and empathetic support, helping customers feel confident they’re in safe hands at every stage.

We’re one of the UK’s leading insurance providers, supporting millions of customers when they need us most. Our Home Claims teams play a vital role in helping customers recover after damage to their homes, delivering peace of mind and expert support during challenging times.

A bit about the job:

• Acting as the first point of contact for customers calling about their home insurance claims
• Providing clear, empathetic guidance and professional support throughout the claims journey
• Managing customer expectations and helping guide them through next steps
• Working towards individual and team performance targets while maintaining excellent customer outcomes
• Confidently using technology and multiple systems to manage claims accurately and efficiently

Skills and experience we’re looking for:

• A resilient, enthusiastic and customer‑focused approach
• The ability to thrive in a fast‑paced, target‑driven role with a positive, team‑focused mindset
• The ability to remain calm, empathetic and professional in challenging situations
• Strong communication skills are essential
• Good IT skills and confident using Microsoft packages e.g. Outlook and Word
• Customer Service or Claims handling experience is desired

Our hybrid model offers a 'best of both worlds' approach. When you’ll be in the office depends on your role and team, but most colleagues spend at least 50% of their time in the office, combining flexibility with valuable time together with colleagues.

This is a permanent 35 hours per week role.

Our Home Claims teams are available Monday - Friday 08:00 – 20.00 and Saturday 09:00 – 17:00.

In these roles you'll work shifts across these days which we'll share more about, and your 6-8 weeks training, during your application.

What you’ll get for this role:

Our purpose - with you today, for a better tomorrow – is a promise we make to our colleagues too. And one of the ways we live up to that promise is by investing in you. We have so much to offer when it comes to being an Aviva colleague.

• Starting salary of £26,700 - £29,650 (depending on location, skills, experience, and qualifications).
• Bonus opportunity - 6% of annual salary Actual amount depends on your performance and Aviva’s.
• Generous pension scheme - Aviva will contribute up to 14%, depending on what you put in.
• 25 days holiday plus bank holidays, and you can choose to buy or sell up to 5 days
• Aviva-funded Private Medical Benefit to help you get expert support when you need it
• Make your money go further - Up to 40% discount on Aviva products, and other retailer discounts
• Up to £1,200 of free Aviva shares per year through our Matching Share Plan and share in the success of Aviva with our Save As You Earn scheme
• Brilliantly supportive policies including parental and carer’s leave
• Flexible benefits to suit you, including sustainability options such as cycle to work
• Make a difference, be part of our Aviva Communities and use your 3 paid volunteering days to help others
• We take your wellbeing seriously with lots of support and tools

Aviva is for Everyone

We’re inclusive and welcome everyone — we want applications from all backgrounds and experiences. Excited but not sure you tick every box? Even if you don’t, we’d still encourage you to apply.

We consider all forms of flexible working, including part‑time and job‑share arrangements. We flex locations, hours and working patterns to suit our customers, business and you.

Most of our people are smart working — spending at least 50% of their time in our offices every week — combining flexibility with time together with colleagues.